{"id":17423,"date":"2020-03-25T12:09:46","date_gmt":"2020-03-25T12:09:46","guid":{"rendered":"https:\/\/www.bareinternational.cl\/?p=17423\/"},"modified":"2020-03-25T12:09:46","modified_gmt":"2020-03-25T12:09:46","slug":"4-maneras-para-monitorear-la-experiencia-del-cliente-durante-covid-19","status":"publish","type":"post","link":"https:\/\/www.bareinternational.com\/es\/4-maneras-para-monitorear-la-experiencia-del-cliente-durante-covid-19\/","title":{"rendered":"4 MANERAS PARA MONITOREAR LA EXPERIENCIA DEL CLIENTE DURANTE COVID-19"},"content":{"rendered":"<p style=\"text-align: center\"><b><span data-contrast=\"auto\">A medida que surgen nuevos casos de COVID-19<\/span><\/b><b><span data-contrast=\"auto\">, la mayor\u00eda de las organizaciones est\u00e1n trabaj<\/span><\/b><b><span data-contrast=\"auto\">ando\u00a0<\/span><\/b><b><span data-contrast=\"auto\">remoto, lo que\u00a0<\/span><\/b><b><span data-contrast=\"auto\">podr\u00eda generar<\/span><\/b><b><span data-contrast=\"auto\">\u00a0<\/span><\/b><b><span data-contrast=\"auto\">falta<\/span><\/b><b><span data-contrast=\"auto\">\u00a0de comunicaci\u00f3n entre individuos, equipos y, lo m\u00e1s importante, clientes.<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:2,&quot;335551620&quot;:2,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><!--more--><\/p>\n<p><span data-contrast=\"auto\">Varias empresas<\/span><span data-contrast=\"auto\">\u00a0est\u00e1<\/span><span data-contrast=\"auto\">n<\/span><span data-contrast=\"auto\">\u00a0cerrando\u00a0<\/span><span data-contrast=\"auto\">por el avance de COVID-19<\/span><span data-contrast=\"auto\">. Si bien much<\/span><span data-contrast=\"auto\">o<\/span><span data-contrast=\"auto\">s\u00a0<\/span><span data-contrast=\"auto\">negocios<\/span><span data-contrast=\"auto\">\u00a0est\u00e1n adaptando sus servicios para\u00a0<\/span><span data-contrast=\"auto\">seguir operando<\/span><span data-contrast=\"auto\">\u00a0(<\/span><span data-contrast=\"auto\">por ejemplo, m<\/span><span data-contrast=\"auto\">uchos restaurantes estadounidenses ahora ofrecen \u00abcomida para llevar\u00bb<\/span><span data-contrast=\"auto\">), propietarios y empleados deben comunicarse con\u00a0<\/span><span data-contrast=\"auto\">sus<\/span><span data-contrast=\"auto\">\u00a0clientes de manera efectiva para mejorar sus posibilidades de recuperarse de<\/span><span data-contrast=\"auto\">spu\u00e9s<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">de\u00a0<\/span><span data-contrast=\"auto\">esta crisis.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h3>RESPONDER A LA PANDEMIA MUNDIAL DE COVID-19<\/h3>\n<p><span data-contrast=\"auto\">Si bien la primera prioridad es la salud y seguridad, los l\u00edderes de\u00a0<\/span><span data-contrast=\"auto\">Experiencia de Cliente\u00a0<\/span><span data-contrast=\"auto\">deben<\/span><span data-contrast=\"auto\">\u00a0considerar c\u00f3mo esta creciente pandemia afecta la percepci\u00f3n de la marca por parte del cliente y c\u00f3mo brindar un servicio excepcional en estos tiempos sin precedentes.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">En medio del caos y\u00a0<\/span><span data-contrast=\"auto\">la incertidumbre, existen\u00a0<\/span><span data-contrast=\"auto\">m\u00e9todos<\/span><span data-contrast=\"auto\">\u00a0para eliminar la sensaci\u00f3n de impotencia\u00a0<\/span><span data-contrast=\"auto\">al<\/span><span data-contrast=\"auto\">\u00a0monitorear y comunicarse con empleados y clientes\u00a0<\/span><span data-contrast=\"auto\">de forma\u00a0<\/span><span data-contrast=\"auto\">remot<\/span><span data-contrast=\"auto\">a<\/span><span data-contrast=\"auto\">&#8230; Las soluciones de <a href=\"https:\/\/www.bareinternational.cl\/\">Investigaci\u00f3n de Experiencia de Cliente<\/a> son una excelente manera de asegurarse de que el soporte adicional que est\u00e1<\/span><span data-contrast=\"auto\">n\u00a0<\/span><span data-contrast=\"auto\">brindando se est\u00e9 ejecutando correctamente y\u00a0<\/span><span data-contrast=\"auto\">que ha sido\u00a0<\/span><span data-contrast=\"auto\">entregado a la perfecci\u00f3n a sus clientes.\u00a0<\/span><span data-contrast=\"auto\">Algunas formas de hacerlo son:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h3><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><b><span data-contrast=\"auto\">ENCUESTAS AL CLIENTE<\/span><\/b><\/h3>\n<p><span data-contrast=\"auto\">\u00bfQuiere saber c\u00f3mo califican sus clientes\u00a0<\/span><span data-contrast=\"auto\">los<\/span><span data-contrast=\"auto\">\u00a0nuevos servicios\u00a0<\/span><span data-contrast=\"auto\">ofrecidos<\/span><span data-contrast=\"auto\">? \u00a1Preg\u00fant<\/span><span data-contrast=\"auto\">e<\/span><span data-contrast=\"auto\">les! La\u00a0<\/span><a href=\"https:\/\/www.bareinternational.cl\/servicio\/encuestas-evaluacion-satisfaccion-del-cliente\/\"><span data-contrast=\"auto\">t\u00e9cnica de sondeos<\/span><\/a><span data-contrast=\"auto\">\u00a0sigue siendo uno de los principales m\u00e9todos de recopilaci\u00f3n de datos, incluso en una pandemia mundial. Con BARE International, las encuestas de clientes se pueden ejecutar a trav\u00e9s de:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Encuestas de satisfacci\u00f3n del cliente (CSAT): estas encuestas r\u00e1pidas y f\u00e1ciles<\/span><span data-contrast=\"auto\">\u00a0que<\/span><span data-contrast=\"auto\">\u00a0son rentables y f\u00e1ciles de usar. Las encuestas se pueden realizar a trav\u00e9s de dispositivos m\u00f3viles o computadoras, con c\u00f3digos QR o enlaces de\u00a0<\/span><span data-contrast=\"auto\">tipo\u00a0<\/span><span data-contrast=\"auto\">kiosco.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Digital Crowdsourcing Live\u00a0<\/span><span data-contrast=\"auto\">Insights<\/span><span data-contrast=\"auto\">: se invita a la comunidad de clientes a realizar \u00abtareas\u00bb<\/span><span data-contrast=\"auto\">, es decir,<\/span><span data-contrast=\"auto\">\u00a0recopilar datos que son importantes para su marca. A los clientes se les ofrece una recompensa por completar estas \u00abtareas\u00bb, d\u00e1ndoles incentivos para completar m\u00e1s \u00abtareas\u00bb para obtener\u00a0<\/span><span data-contrast=\"auto\">la\u00a0<\/span><span data-contrast=\"auto\">informaci\u00f3n que necesita.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Encuestas de\u00a0<\/span><span data-contrast=\"auto\">compromiso<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">laboral:<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">motiv<\/span><span data-contrast=\"auto\">e<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">sus empleados<\/span><span data-contrast=\"auto\">\u00a0para\u00a0<\/span><span data-contrast=\"auto\">capacita<\/span><span data-contrast=\"auto\">rse<\/span><span data-contrast=\"auto\">\u00a0con<\/span><span data-contrast=\"auto\">\u00a0un<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">entrenamiento\u00a0<\/span><span data-contrast=\"auto\">m\u00f3vil a pedido. Reduzca el tiempo necesario con capacitaci<\/span><span data-contrast=\"auto\">o<\/span><span data-contrast=\"auto\">n<\/span><span data-contrast=\"auto\">es<\/span><span data-contrast=\"auto\">\u00a0corta<\/span><span data-contrast=\"auto\">s<\/span><span data-contrast=\"auto\">\u00a0y atractiva<\/span><span data-contrast=\"auto\">s<\/span><span data-contrast=\"auto\">\u00a0para adaptarse a ellos<\/span><span data-contrast=\"auto\">\u00a0y que lo puedan hacer<\/span><span data-contrast=\"auto\">\u00a0desde su hogar.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<h3><b><\/b><b><span data-contrast=\"auto\">MONITOREO DE REDES SOCIALES<\/span><\/b><\/h3>\n<p><span data-contrast=\"auto\">La<\/span><span data-contrast=\"auto\">\u00a0actitud\u00a0<\/span><span data-contrast=\"auto\">y percepci<\/span><span data-contrast=\"auto\">\u00f3n frente a las marcas<\/span><span data-contrast=\"auto\">\u00a0cambiar\u00e1n muy r\u00e1pidamente mientras se\u00a0<\/span><span data-contrast=\"auto\">atraviesa la compleja situaci\u00f3n producida por<\/span><span data-contrast=\"auto\">\u00a0COVID-19, por lo que ser\u00e1 esencial monitore<\/span><span data-contrast=\"auto\">ar<\/span><span data-contrast=\"auto\">\u00a0y\u00a0<\/span><span data-contrast=\"auto\">seguir\u00a0<\/span><span data-contrast=\"auto\">reporte<\/span><span data-contrast=\"auto\">s<\/span><span data-contrast=\"auto\">\u00a0en tiempo real de su reputaci\u00f3n en l\u00ednea. E<\/span><span data-contrast=\"auto\">sto\u00a0<\/span><span data-contrast=\"auto\">permit<\/span><span data-contrast=\"auto\">ir\u00e1 tener<\/span><span data-contrast=\"auto\">\u00a0respuestas r\u00e1pidas a las publicaciones de<\/span><span data-contrast=\"auto\">\u00a0sus<\/span><span data-contrast=\"auto\">\u00a0clientes<\/span><span data-contrast=\"auto\">\u00a0en redes sociales<\/span><span data-contrast=\"auto\">,\u00a0<\/span><span data-contrast=\"auto\">as\u00ed\u00a0<\/span><span data-contrast=\"auto\">como\u00a0<\/span><span data-contrast=\"auto\">a las\u00a0<\/span><span data-contrast=\"auto\">rese\u00f1as<\/span><span data-contrast=\"auto\">\u00a0que hagan en una<\/span><span data-contrast=\"auto\">\u00a0variedad de sitios web<\/span><span data-contrast=\"auto\">. El tipo de estudios que se podr\u00edan realizar para <a href=\"https:\/\/www.bareinternational.cl\/servicio\/monitoreo-seguimiento-de-redes-sociales\/\">monitorear las redes sociales<\/a> y p\u00e1ginas web son:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Seguimiento de opiniones<\/span><\/b><span data-contrast=\"auto\">: supervise los\u00a0<\/span><span data-contrast=\"auto\">resultados de b\u00fasquedas de\u00a0<\/span><span data-contrast=\"auto\">opiniones\u00a0<\/span><span data-contrast=\"auto\">en sitios web\u00a0<\/span><span data-contrast=\"auto\">como\u00a0<\/span><span data-contrast=\"auto\">Yelp<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">o<\/span><span data-contrast=\"auto\">\u00a0Google.\u00a0<\/span><span data-contrast=\"auto\">Se puede\u00a0<\/span><span data-contrast=\"auto\">rastrea<\/span><span data-contrast=\"auto\">r las rese\u00f1as online\u00a0<\/span><span data-contrast=\"auto\">y se<\/span><span data-contrast=\"auto\">leccionarlas<\/span><span data-contrast=\"auto\">\u00a0para ver, responder o compartir.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Respuestas\u00a0<\/span><\/b><b><span data-contrast=\"auto\">a rese\u00f1as online (<\/span><\/b><b><span data-contrast=\"auto\">reviews<\/span><\/b><b><span data-contrast=\"auto\">)<\/span><\/b><span data-contrast=\"auto\">:\u00a0<\/span><span data-contrast=\"auto\">Se analizan\u00a0<\/span><span data-contrast=\"auto\">las respuestas a las revisiones positivas y negativas\u00a0<\/span><span data-contrast=\"auto\">que se hayan publicado<\/span><span data-contrast=\"auto\">\u00a0y se\u00a0<\/span><span data-contrast=\"auto\">entregan sugerencias\u00a0<\/span><span data-contrast=\"auto\">para fortalecer la relaci<\/span><span data-contrast=\"auto\">\u00f3n<\/span><span data-contrast=\"auto\">\u00a0con\u00a0<\/span><span data-contrast=\"auto\">sus<\/span><span data-contrast=\"auto\">\u00a0clientes<\/span><span data-contrast=\"auto\">, as\u00ed como tambi\u00e9n\u00a0<\/span><span data-contrast=\"auto\">resolver problemas para clientes insatisfechos.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Compartir comentarios y contenido:<\/span><\/b><span data-contrast=\"auto\">\u00a0comparta comentarios, fotos de admiradores y publicaciones sociales en Google y Facebook seg\u00fan las recomendaciones que se dan.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Recomendaciones personaliz<\/span><\/b><b><span data-contrast=\"auto\">adas<\/span><\/b><span data-contrast=\"auto\">:\u00a0<\/span><span data-contrast=\"auto\">S<\/span><span data-contrast=\"auto\">e pueden aprobar, editar personalmente o ignorar<\/span><span data-contrast=\"auto\">\u00a0las recomendaciones de usuarios v\u00eda web.<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">Si bien las recomendaciones aprobadas y editadas se publican instant\u00e1neamente, las publicaciones ignoradas se eliminar\u00e1n.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h3><b><span data-contrast=\"auto\"> INVESTIGACI\u00d3N Y AN\u00c1LISIS DEL SITIO WEB<\/span><\/b><\/h3>\n<p><span data-contrast=\"auto\">En tiempos dif\u00edciles, es m\u00e1s importante que nunca mantener\u00a0<\/span><span data-contrast=\"auto\">o<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">mejorar la experiencia del cliente. Cuando sus clientes no pueden interactuar con usted en persona, su fuente de\u00a0<\/span><span data-contrast=\"auto\">comunicaci\u00f3n\u00a0<\/span><span data-contrast=\"auto\">y\u00a0<\/span><span data-contrast=\"auto\">soporte\u00a0<\/span><span data-contrast=\"auto\">ser\u00e1 a trav\u00e9s de\u00a0<\/span><span data-contrast=\"auto\">su sitio web. Es por eso que es fundamental asegurarse de que sus servicios en l\u00ednea mejoren el\u00a0<\/span><span data-contrast=\"auto\">viaje de sus\u00a0<\/span><span data-contrast=\"auto\">cliente<\/span><span data-contrast=\"auto\">s<\/span><span data-contrast=\"auto\">, no lo obstaculicen.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Los clientes\u00a0<\/span><span data-contrast=\"auto\">inc\u00f3gnitos<\/span><span data-contrast=\"auto\">\u00a0certificados pueden evaluar sus p<\/span><span data-contrast=\"auto\">rocedimientos\u00a0<\/span><span data-contrast=\"auto\">comerciales\u00a0<\/span><span data-contrast=\"auto\">u operacionales\u00a0<\/span><span data-contrast=\"auto\">virtualmente.\u00a0<\/span><span data-contrast=\"auto\">Utili<\/span><span data-contrast=\"auto\">ce nuestro servicio de<\/span><span data-contrast=\"auto\">\u00a0evalua<\/span><span data-contrast=\"auto\">ciones<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">para<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">obtene<\/span><span data-contrast=\"auto\">r<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">informaci\u00f3n sobre cada aspecto de la interacci\u00f3n del cliente con su negocio y, si lo desea, realice un an\u00e1lisis detallado entre el desempe\u00f1o de su negocio y el de su competencia:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Navegaci\u00f3n: averig\u00fce si su sitio web es efectivo y f\u00e1cil de navegar.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Operaciones t\u00e9cnicas: descubra si todos los enlaces funcionan y todos los formularios son v\u00e1lidos.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Competencia\u00a0<\/span><span data-contrast=\"auto\">de\u00a0<\/span><span data-contrast=\"auto\">pedidos en l\u00ednea: aseg\u00farese de que el proceso de pedido sea f\u00e1cilmente comprensible.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Relaciones entre empleados y clientes: aseg\u00farese de que\u00a0<\/span><span data-contrast=\"auto\">se realice seguimiento a las\u00a0<\/span><span data-contrast=\"auto\">consultas\u00a0<\/span><span data-contrast=\"auto\">recibidas,<\/span><span data-contrast=\"auto\">\u00a0de acuerdo con sus est\u00e1ndares y expectativas\u00a0<\/span><span data-contrast=\"auto\">y\u00a0<\/span><span data-contrast=\"auto\">con una respuesta cort\u00e9s\u00a0<\/span><span data-contrast=\"auto\">en un\u00a0<\/span><span data-contrast=\"auto\">plazo inmediato.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><b><\/b><\/p>\n<h3><b><span data-contrast=\"auto\">CLIENTE INC\u00d3GNITO <\/span><\/b><b><span data-contrast=\"auto\">TEL\u00c9FON<\/span><\/b><b><span data-contrast=\"auto\">IC<\/span><\/b><b><span data-contrast=\"auto\">O<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">Mu<\/span><span data-contrast=\"auto\">estre\u00a0<\/span><span data-contrast=\"auto\">a sus clientes que usted\u00a0<\/span><span data-contrast=\"auto\">est\u00e1 all\u00ed en las buenas y en las malas.\u00a0<\/span><span data-contrast=\"auto\">Es<\/span><span data-contrast=\"auto\">t<\/span><span data-contrast=\"auto\">o incluye soporte telef\u00f3nico 24\/7.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Para monitorear cuidadosamente el soporte telef\u00f3nico ofrecido por su organizaci\u00f3n, el evaluador registrar\u00e1 su experiencia en varios puntos de contacto a lo largo de la\u00a0<\/span><span data-contrast=\"auto\">conversaci\u00f3n,\u00a0<\/span><span data-contrast=\"auto\">e informar\u00e1 su experiencia utilizando nuestra tecnolog\u00eda de punta. Los escenarios para la llamada\u00a0<\/span><span data-contrast=\"auto\">pueden ser de distinto tipo de acuerdo a su necesidad, pudiendo incluir<\/span><span data-contrast=\"auto\">:\u00a0<\/span><span data-contrast=\"auto\">s<\/span><span data-contrast=\"auto\">olicitud de reserva,\u00a0<\/span><span data-contrast=\"auto\">co<\/span><span data-contrast=\"auto\">nsulta de ubicaci\u00f3n,\u00a0<\/span><span data-contrast=\"auto\">c<\/span><span data-contrast=\"auto\">onsulta de producto<\/span><span data-contrast=\"auto\">s<\/span><span data-contrast=\"auto\">,\u00a0<\/span><span data-contrast=\"auto\">r<\/span><span data-contrast=\"auto\">esoluci\u00f3n de queja<\/span><span data-contrast=\"auto\">s\u00a0<\/span><span data-contrast=\"auto\">y\u00a0<\/span><span data-contrast=\"auto\">r<\/span><span data-contrast=\"auto\">ecomendaci\u00f3n de ruta<\/span><span data-contrast=\"auto\">s<\/span><span data-contrast=\"auto\">.<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">De esta forma, en evaluaciones telef\u00f3nicas se podr\u00e1 medir:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Puntualidad: Mida los detalles de atenci\u00f3n, tales como: n\u00famero de timbres<\/span><span data-contrast=\"auto\">\u00a0antes de que respondan la llamada<\/span><span data-contrast=\"auto\">, tiempo de espera, tiempo de respuesta general.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Aspectos de comportamiento: Evaluar la amabilidad, entusiasmo, cordialidad, profesionalismo y habilidades de comunicaci\u00f3n de los empleados.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Aspecto<\/span><span data-contrast=\"auto\">s<\/span><span data-contrast=\"auto\">\u00a0t\u00e9cnico<\/span><span data-contrast=\"auto\">s<\/span><span data-contrast=\"auto\">: eval\u00fae el conocimiento de la oferta\u00a0<\/span><span data-contrast=\"auto\">por parte de sus\u00a0<\/span><span data-contrast=\"auto\">empleado<\/span><span data-contrast=\"auto\">s<\/span><span data-contrast=\"auto\">, conocimiento de la marca, de precios,\u00a0<\/span><span data-contrast=\"auto\">as\u00ed como el resultado\u00a0<\/span><span data-contrast=\"auto\">al realizar\u00a0<\/span><span data-contrast=\"auto\">sondeo<\/span><span data-contrast=\"auto\">s<\/span><span data-contrast=\"auto\">\u00a0y\u00a0<\/span><span data-contrast=\"auto\">la\u00a0<\/span><span data-contrast=\"auto\">relevancia de la informaci\u00f3n proporcionada y \/ o el rendimiento del sistema.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Cumplimiento del\u00a0<\/span><span data-contrast=\"auto\">discurso<\/span><span data-contrast=\"auto\">: eval\u00fae el cumplimiento del lenguaje<\/span><span data-contrast=\"auto\">\u00a0utilizado por sus empleados<\/span><span data-contrast=\"auto\">, tono y forma, elecci\u00f3n de palabras, etc.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"auto\">Principales conclusiones<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">Existe incertidumbre sobre cu\u00e1ndo disminuir\u00e1 la pandemia de COVID-19 y si volver\u00e1 el a\u00f1o que viene. En condiciones normales, los l\u00edderes de CX deben luchar para asegurar y conservar los recursos, pero en los pr\u00f3ximos meses, su capacidad de utilizar la informaci\u00f3n para <\/span><span data-contrast=\"auto\">to<\/span><span data-contrast=\"auto\">mar decisiones urgentes y apoyar cambios en las prioridades ser\u00e1 m\u00e1s importante que\u00a0<\/span><span data-contrast=\"auto\">cualquier cosa<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">A trav\u00e9s de las soluciones de investigaci\u00f3n anteriores, los l\u00edderes empresariales est\u00e1n en una mejor posici\u00f3n que otros para comprender\u00a0<\/span><span data-contrast=\"auto\">los r\u00e1pidos cambios en\u00a0<\/span><span data-contrast=\"auto\">las necesidades y expectativas de los clientes. Para obtener m\u00e1s ayuda para usted y sus clientes durante COVID-19, <a href=\"https:\/\/www.bareinternational.cl\/contacto\">comun\u00edquese hoy<\/a> con los expertos en investigaci\u00f3n de experiencia\u00a0<\/span><span data-contrast=\"auto\">a<\/span><span data-contrast=\"auto\">\u00a0cliente<\/span><span data-contrast=\"auto\">s<\/span><span data-contrast=\"auto\"> de BARE International.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>A medida que surgen nuevos casos de COVID-19, la mayor\u00eda de las organizaciones est\u00e1n trabajando\u00a0remoto, lo que\u00a0podr\u00eda generar\u00a0falta\u00a0de comunicaci\u00f3n entre individuos, equipos y, lo m\u00e1s importante, clientes.\u00a0<\/p>\n","protected":false},"author":5,"featured_media":17403,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[574],"tags":[2670,536,537,1318,1018,975,2693,2731],"class_list":["post-17423","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-bare-noticias","tag-cliente-incognito","tag-coronavirus","tag-covid19","tag-customer-experience-es","tag-satisfaccion-del-cliente","tag-mystery-shopping-es","tag-servicio-al-cliente","tag-soluciones-omnicanal"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>4 MANERAS PARA MONITOREAR LA EXPERIENCIA DEL CLIENTE DURANTE COVID-19<\/title>\n<meta name=\"description\" content=\"A medida que surgen nuevos casos de Covid-19, la mayor\u00eda de las organizaciones est\u00e1n trabajando\u00a0remoto, lo que\u00a0podr\u00eda 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